Swagata Basak

Led and mentored a high-performing team of KYC/AML analysts, driving excellence in client onboarding, risk assessment, and sanctions screening in alignment with global regulatory and internal compliance standards. Managed end-to-end L1 sanctions screening operations, ensuring timely escalation of high-risk cases and seamless coordination with L2 teams for enhanced risk mitigation.

Designed and delivered comprehensive process and product training for Customer Service and Sales teams, ensuring knowledge consistency and service excellence. Led Sales & Service Audit training programs, and led Train the Trainer programs, aligning delivery standards with business objectives and ensuring consistent knowledge transfer and monitoring.

Led end-to-end operations of a national inbound and outbound contact center (voice, chat, web) across India, overseeing call volume management, cost control, and subscriber engagement metrics. Consistently achieved core quality KPIs such as CSAT and Contact Quality (CQ), while ensuring seamless e-commerce shipment support and timely escalation resolution within SLAs.

Led postpaid contact center operations (50+ agents), driving efficient customer interactions and cross-functional coordination with technical, billing, and network teams to enhance customer satisfaction. Monitored key performance indicators (KPIs) such as FCR (First Call Resolution), AHT (Average Handling Time), CSAT (Customer Satisfaction Score), and NPS (Net Promoter Score).

Successfully managed multiple PAN India profiles, including Zonal Head – Service Recovery (East) and Customer Service Delivery Manager for MPLS/ILL/ILP (Data Products) – North & East. Achieved 100% SLA compliance and timely resolution of customer white mail, maintaining top-tier service standards.

Standardized pre and post-shipment communication processes, ensuring consistent and timely updates, including key accounts. Introduced a “Customer Updation Model”, enabling real-time shipment tracking from dispatch to delivery.

Managed end-to-end import/export operations in coordination with overseas offices, ensuring compliance and seamless cargo movement. Ensured accurate documentation and maintained high customer satisfaction including key accounts.

Managed large key accounts, ensuring alignment with quality and service objectives. Oversaw end-to-end cargo movement, customer support and post-sales service, Maintained Export Irregularity Reports.

Primary client liaison for ad campaign coordination, ensuring seamless communication between customers and internal teams. Drove strategic promotional initiatives to drive market penetration and expand reach through targeted marketing efforts.

Completed a Master of Business Administration with a specialization in Marketing. This program provided a strong foundation in strategic marketing, business management, and leadership principles.

Obtained a Bachelor of Commerce degree, focusing on core business and financial principles. This program provided a comprehensive understanding of commercial practices and economic fundamentals.